We’ve all received them – automated DMs (direct messages) on Twitter for all sorts of things – to say hi, to sell a product, to get you to join their mafia family, whatever. They’re all spam. I tend to use DMs to send personal messages to people – to say hi, or send a thank you – things that are nicer to send personally than publicly. Recently I’ve received quite a few messages from people telling me that they don’t check their DMs, so they missed my messages. Are all these automated messages/spam ruining the ability to personally connect with people?
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As more and more consumers start using social media to talk about companies, it becomes even more important for those companies to try to keep track of what is being said. Social media has increased the use of the web in terms of having real-time conversations (which used to happen mostly via instant messaging). Now customers can start talking about something immediately and companies often need to respond quickly to preserve their brand.